Michael Dockrill

*Efficiently process all guest requests – whether received via phone, in person, text, email or chat - while actively promoting and upselling MGM Resorts’ venues and services. This includes amenities, restaurants, shows, pool rentals, retail outlets, MGM Rewards, spa and salon services and casino events

*Address and resolve guest conflicts promptly, anticipating and mitigating potential challenges to ensure a seamless experience

*Serve as a brand ambassador by building strong relationships and representing the property professionally with both vendors and guests

*Handle multiple tasks across up to 26 operating systems simultaneously to meet guest needs

*Continuously update your knowledge of citywide offerings and establish a robust professional network within the hospitality industry

*Stay informed about policies and procedures across various departments to facilitate accurate and efficient bookings

*Speak with guests to confirm or postpone an existing reservation, assist guests with any questions in regards to their Las Vegas and Hawaii vacations, timeshare tour and the details of their of vacation package

*Welcome guests the day of arrival via email, make guests aware of transportation to the tour and make sure that all parties required to tour attend as scheduled

*Provide complete and accurate information to guests on every telephone call and email especially, information about tour, accommodations, upgrade fees and promotions

*Handle tours that are disqualified by the sales center, interview the guests and determine if the tour is a true disqualified tour

*Assist guests with inquires relating to the package that they have purchased

*Provide guests with instructions where they are to check-in for their tour and meet driver

*Handle dissatisfied guests over the phone and resolve the issue

*Handle a minimum of eighty inbound and outbound calls per work day

*Process payments and refunds